Learning from the Big Boys—Liberty Mutual

Like State Farm and Allstate, Liberty Mutual hired consulting agent McKinsey and Co. to learn how to increase profits. There it learned of the “Three-Ds” approach—deny claims, delay payment and defend against lawsuits. In addition, Liberty Mutual no longer offers coverage in many high-risk states. Like State Farm, Liberty mutual chose to keep customers who also had an auto policy with the company. Investigation from the New York state regulators caused Liberty Mutual to stop this practice. However, Liberty Mutual continues to rank highly in consumer complaints. In addition, Liberty Mutual agreed to pay $7.5 million to settle allegations that it rigged bids and paid contingent commissions to persuade agents to steer customers the company’s products.